Call Center Platform
The LiveOps On-Demand Call Center Platform was built from the ground up to support virtual workers. It leverages the power of the Internet to enable businesses to manage and operate enterprise-grade virtual call centers. The LiveOps call center solution has been successfully deployed by enterprises to operate both single site and multi-site call centers, as well as to manage at-home agents to deliver superior customer service.
Improved Flexibility
All features and functions delivered through the LiveOps platform can easily be revised to respond to the rapidly changing needs of your business. Using a comprehensive set of open APIs, you can integrate with and leverage existing technology assets – and achieve exceptional return on investment with minimal risk.
Increased Scalability
The LiveOps On-Demand Platform is built using the highly distributed Internet Protocol (IP) architecture, with redundant systems designed for high availability and scalability to support the mission critical needs of enterprise grade call centers. Techniques such as grid computing, reliable asynchronous messaging, and distributed caching provide the foundational elements of the solution.
Enhanced Security with Secure Desktop
With comprehensive roles and permission management throughout the solution, the LiveOps On-Demand Platform has been designed to support the robust security requirements of enterprise customers. LiveOps’ Secure Desktop, locks agents into an encrypted virtual desktop workspace free from malware or key loggers, and prevents agents from storing or copying data to their hard drive or external systems such as mobile devices or printers. All customer information is encrypted and when the agent logs out, Secure Desktop executes a secure self-destruct to ensure that no customer-sensitive information remains cached on the computer. As an integral component of the LiveOps On-Demand Call Center Platform, Secure Desktop does not require downloads or desktop installations; it is activated when the agent logs on to the platform via their desktop browser.
Also, Secure Desktop ensures that only agent computers meeting LiveOps’ rigorous security standards are allowed to log on. Every time an agent’s computer attempts to connect to Secure Desktop, it must complete in-depth antivirus, personal firewall, system integrity and service pack compliance checks. Secure Desktop has the capability to detect and block key loggers and screen scraper viruses as they execute in real-time.
All agents and systems that use Secure Desktop can be monitored and managed by the LiveOps Secure Desktop Dashboard. This enterprise agent dashboard can be monitored by the 24×7 LiveOps Security Operations Center (SOC), or directly by the client.
Support for the Entire Call Center Lifecycle
The LiveOps On-Demand Call Center Platform is a comprehensive solution that supports the entire call center lifecycle. The platform delivers the following:
VoIP/Telephony Management
- Supports PSTN and VoIP protocols, with unlimited scalability and connectivity across multiple Tier 1 carriers.
- Provides load balancing, monitoring, and failover across telecom circuits, with the flexibility to support desired routing plans, such as least cost routing and geographic routing.
- Enables management of all telecom carrier relationships, as well as toll/toll-free number management, circuit provisioning, and interoperability testing.
Security and Operations
- Certified: Fully compliant with the 12 Security Domains of PCI-DSS Level-1
- Physical: Mantraps, surveillance cameras, armed personnel 24×7
- Networks: Firewalls, intrusion detection systems, 24×7 monitoring
- Systems & Applications: Roles-based permissibility and data encryption
- Co-chair of BITS with Citibank
- Delivers hardware and software redundancy across processes, servers, data centers, and geographies with automatic recycling and load-balancing.
- Provides comprehensive failover with geographically redundant data centers managed via a 24×7 network operations center
Integration Framework
- Provides an open architecture with Web services-based APIs to integrate with your existing application and infrastructure investments.
- Integrates with leading CRM and workforce management systems.
- Includes call routing APIs to integrate with leading premise-based call routing solutions.
